So, 2 weeks ago (9/25), the lamp on our 56″ projection TV burned out. Thankfully, when we purchased it we also bought the (normally) worthless “extended service contract”.
Lamp replacements are amazingly covered, so we called up Circuit City’s repair line and asked them to get it fixed.
*Quick side trip for some background info*
About a year ago, the color wheel (it’s a DLP projection screen) disintegrated, and again the service plan covered it (a $750+ repair for no charge). Ever since the color wheel was replaced, the color saturation has been “off”.
* Now we return you to your regularly scheduled blog entry*
Since the color saturation has been weird, we thought: “Hey, while we have you on the line, can you also have them investigate the color saturation issue?”
They were more than happy to oblige, and immediately started setting up the appointment. Unfortunately, there was some confusion (because the lamp is a user replaceable part) on where to send the lamp, and apparently because the color wheel was possibly broken, it has some effect on the lamp, so it was finally determined that the Tech should replace both. So a call was made, and an appointment was scheduled for Oct 6.
The morning of Oct 6 rolls around, and the service repair company (subcontracted out by CC) calls to confirm the appointment, and they suddenly notice that the repair ticket states that a lamp and/or color wheel replacement part(s) needs to be included. Funny, no one told them to order the parts! Oh, and by the way, it’s going to take 7-10 days to order the parts.
So, now we’ve been without the main TV in our house for 11 days, and it looks like we’re going to be out another 7-10 days!!! So we called up Circuit City to complain, and hopefully have them expedite the parts, or do *something*. Unfortunately, since it’s a subcontractor, they are not able to expedite the parts. So I asked if they could ship me the lamp, and I’d replace it myself (in the original call, they noted that they could overnight us a lamp – shipping at our cost). ”Sorry, we can’t do that, because with the color wheel being a problem, it could negatively effect the lifetime of the lamp, and we can’t authorize actions that would impact the supportability of the – blah blah blah… – So the Tech has to replace them both at the same time”. I suggested that they send me a lamp, and the Tech brings a lamp, and that the lamp be swapped out at that time… but they didn’t bite on that.
“We can’t authorize the cost ($250) of the additional lamp”.
The only “additional compensation” they *are* authorized to provide is: reimbursement (to the tune of $40 per week for 2 weeks) to cover the cost of a rental TV. ”This is a courtesy to you, and is not within the confines of the contract.”
So, I call up Rent-a-center… they only rent by the month (not two weeks), at a cost of $125, and I’m responsible for a $650 “security deposit” (fully refundable). There is no way I’m going to pay $45 for the “convenience” of renting a replacement TV because some idiot fucked up.
Anyway… to make a long story even longer, and wrap up the reason for today’s rant…
The service contractor called today, amazingly they have received the parts (both color wheel *and* lamp)! HURRAAYYYY! Television salvation is within our grasps!
“… and by the way, we’re booked up solid, the earliest we can get out to you is next Wednesday.”
FUCK!